Advocates, Best Practices, Brand, Business Strategy, CEO, Culture, Customer Feedback, Customer Focused, Customer Obsessed, Customer Retention, Customer Service, Engagement, Expectations, Helping, Increased Profitability, Innovation, Interaction, Leadership, Listening, Market Differentiation, Mind Shift, Passion, Relationships, Results, Retention, ROI, Sales, Social Media, Social Networking, Strategy, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth, Word-of-Mouth Marketing

We’re reaching a “Tipping Point” as Leaders…5 Ways to Prepare and Thrive

Today we have hundreds and thousands of choices available to us, the customer, to ...

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Advocates, Authenticity, Best Practices, Business Strategy, CEO, Communication, Culture, Customer Centric, Customer Experience, Customer Feedback, Customer Focused, Customer Loyalty, Customer Obsessed, Customer Retention, Employee Retention, Engagement, Expectations, Helping, Increased Profitability, Interaction, Leadership, Listening, Market Differentiation, Mind Shift, Passion, Relationships, Results, Retention, Risk, ROI, Strategy, Transparency, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth

One Simple way to improve your Customer Experience by 100% immediately!

SHUT UP!! I know…it sounds harsh but it makes the point. The key is ...

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Advocates, Best Practices, Brand, Business Strategy, CEO, CEO Insights, Creativity, Culture, Customer Centric, Customer Experience, Customer Focused, Customer Loyalty, Customer Obsessed, Customer Retention, Expectations, Helping, Increased Profitability, Innovation, Interaction, Leadership, Listening, Market Differentiation, Marketing, Mind Shift, Passion, Relationships, Results, Retention, Risk, ROI, Sales, Strategy, Transparency, Trust, Voice of the Customer, WOM on Steroids, Word-of-Mouth, Word-of-Mouth Marketing

How McDonald’s (and others) Can Find Their Way Back

There have been a lot of articles talking about the big challenges McDonald’s faces ...

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Advocates, Best Practices, Brand, Business Strategy, Creativity, Culture, Customer Centric, Customer Experience, Customer Focused, Customer Journey, Customer Loyalty, Customer Obsessed, Customer Retention, Customer Service, Employee Retention, Engagement, Expectations, Innovation, Interaction, Leadership, Market Differentiation, Mind Shift, Passion, Relationships, Results, Retention, ROI, Sales, Social Media, Strategy, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth

Will your Employees “Christmas Cheer” continue throughout the New Year?

Here’s the deal…everyone is happy and trying to be cheery, super friendly, and helpful ...

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Advocates, Best Practices, Brand, Business Strategy, CEO, CEO Insights, Culture, Customer Centric, Customer Experience, Customer Feedback, Customer Focused, Customer Obsessed, Customer Retention, Employee Retention, Helping, Innovation, Interaction, Leadership, Listening, Market Differentiation, Marketing, Mind Shift, Passion, Relationships, Results, Retention, ROI, Sales, Strategy, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth

What it takes to be a Customer Obsessed Leader…5 Critical Skills

This is a question I get asked quite often when speaking to Business Owners ...

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Advocates, Best Practices, Brand, Business Strategy, CEO, Customer Centric, Customer Experience, Customer Feedback, Customer Focused, Customer Journey, Customer Loyalty, Customer Obsessed, Customer Retention, Customer Satisfaction, Customer Service, Engagement, Expectations, Increased Profitability, Leadership, Market Differentiation, Mind Shift, Passion, Results, Retention, ROI, Strategy, Voice of the Customer, WOM on Steroids, Word-of-Mouth, Word-of-Mouth Marketing

STOP Delivering “Customer Satisfaction”…Your Customer Wants…no, Demands MORE

Being SATISFIED is about MEDIOCRITY. When someone says they are “satisfied” it means they ...

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Advocates, Authenticity, Best Practices, Brand, Business Strategy, CEO, Culture, Customer Centric, Customer Experience, Customer Feedback, Customer Focused, Customer Journey, Customer Loyalty, Customer Obsessed, Customer Retention, Customer Satisfaction, Customer Service, Engagement, Expectations, Helping, Increased Profitability, Innovation, Interaction, Leadership, Listening, Market Differentiation, Marketing, Mind Shift, Passion, Relationships, Results, Retention, ROI, Sales, Social Media, Social Media for CEOs, Social Media for Executives, Strategy, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth, Word-of-Mouth Marketing

Quality STILL wins over Quantity

When it comes to Customers, focus on Quality, not Quantity…it still works…better than ever! ...

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Advocates, Best Practices, Brand, Business Strategy, CEO, CEO Insights, Communication, Culture, Customer Centric, Customer Experience, Customer Feedback, Customer Focused, Customer Journey, Customer Loyalty, Customer Obsessed, Customer Retention, Customer Satisfaction, Customer Service, Employee Retention, Engagement, Expectations, Helping, Increased Profitability, Interaction, Leadership, Listening, Market Differentiation, Mind Shift, Passion, Promises, Relationships, Results, Retention, ROI, Sales, Social Media, Social Media for CEOs, Social Media for Executives, Strategy, Transparency, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth

Why Amazon DOMINATES…How YOU can Dominate in your business

When Amazon first came on the scene everyone thought they were all about taking ...

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Advocates, Best Practices, Brand, Business Strategy, CEO, CEO Insights, Creativity, Customer Centric, Customer Experience, Customer Experience 2.0, Customer Feedback, Customer Focused, Customer Journey, Customer Loyalty, Customer Obsessed, Customer Retention, Customer Satisfaction, Customer Service, Engagement, Expectations, Increased Profitability, Innovation, Interaction, Leadership, Listening, Market Differentiation, Mind Shift, Passion, Promises, Relationships, Results, Retention, Risk, ROI, Strategy, Transparency, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth

Ask Your CUSTOMERS One Great QUESTION…

The old traditional Customer Surveys, for the most part, are dead. No one has ...

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Advocates, Authenticity, Best Practices, Brand, Business Strategy, CEO, Communication, Creativity, Culture, Customer Centric, Customer Experience, Customer Feedback, Customer Focused, Customer Journey, Customer Loyalty, Customer Obsessed, Customer Retention, Customer Satisfaction, Customer Service, Employee Retention, Engagement, Expectations, Helping, Increased Profitability, Innovation, Interaction, Leadership, Listening, Market Differentiation, Mind Shift, Passion, Promises, Relationships, Results, Retention, ROI, Social Media, Social Media for CEOs, Strategy, Transparency, Trust, Trusted Relationships, Voice of the Customer, WOM on Steroids, Word-of-Mouth

STOP PUNTING…your EMPLOYEES can help you create a COMPETITIVE ADVANTAGE

Everyday your employees have a choice in how they help your customers solve problems ...

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